Internet Speed Test has shown significant drop in speed.

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I'm a Trusted Contributor
Posts: 515

Internet Speed Test has shown significant drop in speed.

There is about 400 different threads on slow internet speed going back to 2010.  Nothing recent related to this question.

Note:

26 Sept 2017 Rogers Speed Test   Download Speed of 11.6 mbps     Upload of 1.58 mbps.

30 Sept 2017 Rogers Speed Test   Download Speed of 2.96 mbps     Upload of .. timed out!

Did the usual - reboot computer, modem and router. D/L was 3.03 mbps &  U/L still timed out.

I called this in at 14:35 yesterday and I have a ticket number.

I was supposed to get a response within 4 to 24 hours but nothing yet.   

 

So, I am very curious to know what would cause such a change in the internet speed when there were no changes in the hardware or software in the 4 day period. I did not find a current thread with this query.

 

*** Edited Labels ***

 

 

Resident Expert
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Posts: 6,059

Re: Internet Speed Test has shown significant drop in speed.

Running ethernet or wifi?

 

My guess would be cable signal levels and signal to noise ratios.  Can you log into the modem, navigate to the STATUS .... DOCSIS WAN tab, copy the Downstream and Uptream tables and paste them into a post.  The copy and paste procedure will paste in the text contents of the tables.



I'm a Trusted Contributor
Posts: 515

Re: Internet Speed Test has shown significant drop in speed.

@Datalink   Thanks. I don't think it is my Hitron modem but I have provide the data below.  The Hitron CGN2 modem is connected to the PC by ethernet cable. The speeds are back to what they use to be at the moment.  Speed test:  11.55 D/L and 1.58 U/L   Latency 30ms  Jitter 3ms  for the   Internet 5 package.  I probably wouldn't have even noticed this but I tried to upload a 1 Gig video and it said 20 hours to upload!  At 1 meg/sec, I would expect maybe 2  hours.  

 

Anyway the ticket number is still outstanding from Saturday (30 Sep 2017). It is now Tuesday (3 Oct 2017) and I just received an automated call from Rogers telling me that they apologize for the delay.

I did call support yesterday and the tech did indicate that there was an outage in my area but couldn't say where exactly. He suggested changing the Hitron modem, but I am not sure these two issues are related and I don't like the trial and error approach.  When I started talking about the Webstar Scientific Atlanta modem in my basement only having two lights on (Power and DS) and one flashing (US), I ended up on hold for awhile. The other lights were off (Online, Link, Tel1, Tel2, Battery)   The thing is, I have the Webstar modem going to the TV, home phone and internet modem, then there is the Hitron internet modem, plus my router and then my PC to consider.  The recommended "Troubleshooting" is not system based and it doesn't get into details.  There is also the possibility that the problem rests with the Rogers DSL lines or unscheduled maintenance. 

 

My question is really basic: What would typically cause your internet speed to change so that I can systematically check each cause in a more proficient manner.  

 

Also just wondering if there a way to get a faster speed from Rogers temporarily? Say 10mbps for a few hours just to upload.

 

Downstream

Port12345678
Frequency (MHz)591.000585.000579.000597.000843.000849.000855.000861.000
Modulation256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
Signal power (dBmV)-3.83-3.76-3.63-3.89-7.02-7.25-7.55-7.69
Signal noise ratio (dB)36.84436.84436.84436.84435.24735.41735.24735.247
Channel ID765832234

Upstream

Port1234
Frequency (Hz)305960002370000038596428 
Bandwidth (kbps/KHz)640000064000003200000 
ModulationTypeATDMAATDMAATDMA 
Signal power (dBmV)40.250039.250041.5000 
Channel ID123 

Cable Modem IP Information

 

Here's how long I expect it to Upload 1GB of Data at various speeds.
  1 GB
1Mbps2.5 hrs
2Mbps1.25 hrs
5Mbps28 min
10Mbps14 min

 

 

 

 

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Posts: 6,059

Re: Internet Speed Test has shown significant drop in speed.

@User14, the first four downstream signal levels aren't bad, the next four are due to the high frequency roll-off that is typically seen on the Rogers network.  For some reason, the CMTS has assigned the last four channels to the channel pool that is available above 750 Mhz, where the roll-off normally starts.  I would unplug the modem, wait for about 10 to 15 seconds and plug it back in to force a restart.  See if that manages to cause the channels assignments to shift down below 750 Mhz.  Small point, and in theory the modem should be satisfied to operate with those signal levels on the downstream side, I'd personally prefer to see the signal levels where the first four are, or closer to 0 dBmV if possible.  That 0 dBmV target will depend on the number of cable modems in the home and the splitter that is used to provide data services to those modems.  

 

The upstream levels are ok, so, I wouldn't expect any issues on the upstream side.  For faster uploads, you're going to have to consider stepping up to one of the internet plans that would provide 10 Mb/s uploads.  If you have a package plan going, that might end up killing the package plan, so, that is something that has to be considered.  Just depends on how valuable the increased upload might be to your internet activities.  

 

I'd keep calling in regarding the area issue in order to keep an eye on the progress.  If the work has been completed but you don't see any improvements, then its time for tech support to have another look at the problem.

 

Even with the last four downstream levels sitting where they are, I wouldn't expect to see problems with upload rates.  If there is an area issue, that wouldn't necessarily show up in the modem data, so, that is something that the field techs would have to sort out. 



I Plan to Stick Around
Posts: 38

Re: Internet Speed Test has shown significant drop in speed.

My speedtests (speedtest.net and the rogers one) were always perfect 930/50 since December.

The last two months i get fine for download, but almost always times out for upload. No changes in my setup at all. This is obviously wired.

 

 

I'm a Trusted Contributor
Posts: 515

Re: Internet Speed Test has shown significant drop in speed.

It is now Thursday ( 5 Oct 2017) 

Ref: Slow Internet | Troubleshooting Speed Issues

 

The speed is pretty much back to what it was on Tuesday so I think I did some fretting and rebooting of my Hitronic modem, router, and PC for nothing.  Still no answers from Rogers but my latest speed test is:  

10.96 D/L and 1.57 U/L   Latency 30ms  Jitter 3ms .  On Tuesday it was almost the same:

1710021239 Speed Result.png

 

For those interested, what I did not check at first was the WestST*R modem that takes the cable line from the hydro pole outside.  The cable then goes from the WestST*R to a splitter box for the TV, internet (+ 2nd modem) and home phone. I was getting intermittent "no internet service" or low speeds when I tried to connect to the internet and no or intermittent dial tone on the home phone. The WestST*R modem had the first two lights ON - Power and DS and the third light US was "flashing". All the other lights were OFF.  This is what it looks like now with the current speeds.  The Rogers Troubleshooting Guide for low or slow internet speed (at Ref) does not tell you to check ALL the modems. These symptoms should tell you that the problem may not be your equipment. It is probably someone doing something to the Rogers line somewhere.  I also found out that I can't upgrade my modem for a faster speed with the same Internet 5 plan. You have to upgrade the Plan to upgrade the modem speed.  So you are forced to upgrade to a higher data plan to get a higher speed, even though you don't need the data. Rogers seems more interested in giving you products rather than client service.  

 

WebSTaR Modem.png

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Posts: 1,067

Re: Internet Speed Test has shown significant drop in speed.


@User14 wrote:

It is now Thursday ( 5 Oct 2017) 

Ref: Slow Internet | Troubleshooting Speed Issues

 

The speed is pretty much back to what it was on Tuesday so I think I did some fretting and rebooting of my Hitronic modem, router, and PC for nothing.  Still no answers from Rogers but my latest speed test is:  

10.96 D/L and 1.57 U/L   Latency 30ms  Jitter 3ms .  On Tuesday it was almost the same:

1710021239 Speed Result.png

 

For those interested, what I did not check at first was the WestST*R modem that takes the cable line from the hydro pole outside.  The cable then goes from the WestST*R to a splitter box for the TV, internet (+ 2nd modem) and home phone. I was getting intermittent "no internet service" or low speeds when I tried to connect to the internet and no or intermittent dial tone on the home phone. The WestST*R modem had the first two lights ON - Power and DS and the third light US was "flashing". All the other lights were OFF.  This is what it looks like now with the current speeds.  The Rogers Troubleshooting Guide for low or slow internet speed (at Ref) does not tell you to check ALL the modems. These symptoms should tell you that the problem may not be your equipment. It is probably someone doing something to the Rogers line somewhere.  I also found out that I can't upgrade my modem for a faster speed with the same Internet 5 plan. You have to upgrade the Plan to upgrade the modem speed.  So you are forced to upgrade to a higher data plan to get a higher speed, even though you don't need the data. Rogers seems more interested in giving you products rather than client service.  

 

WebSTaR Modem.png


You are on Rogers Internet 5? If so then your speeds are fine, the plan is 5 down, 1 up, which you are getting. 



I'm a Trusted Contributor
Posts: 515

Re: Internet Speed Test has shown significant drop in speed.


@gp-se wrote:

 

You are on Rogers Internet 5? If so then your speeds are fine, the plan is 5 down, 1 up, which you are getting. 


Yes I fully agree.  The Internet 5 plans clearly says "speeds up to 5 DOWN" and "speeds up to 1 UP". The download speed is actually higher than expected.  I was able to find out that what this unofficially means is 4.5 to 5.5 down and .5 to 1.5 up. The model of Hitronic modem you get with this plan also limits your speed.  I had 2.96 down and 0 up for 2 days and I rebooted everything but the speed still didn't increase.

I just wanted to know what would cause the speed to change suddenly at the Rogers end? If it was a cut cable, I wouldn't even be able to get to the Speed Test.  With lower than expected speeds, then something else is going on like a RAID failure perhaps.  Do you have any thoughts on what could have caused it so the next time this situation occurs to someone, they will know what to ask first and check/reboot second.  If I had listened to the recommendation, I would have changed a perfectly functioning modem for no reason. 

Thanks.

 

 

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Resident Expert
Posts: 1,067

Re: Internet Speed Test has shown significant drop in speed.


@User14 wrote:

@gp-se wrote:

 

You are on Rogers Internet 5? If so then your speeds are fine, the plan is 5 down, 1 up, which you are getting. 


Yes I fully agree.  The Internet 5 plans clearly says "speeds up to 5 DOWN" and "speeds up to 1 UP". The download speed is actually higher than expected.  I was able to find out that what this unofficially means is 4.5 to 5.5 down and .5 to 1.5 up. The model of Hitronic modem you get with this plan also limits your speed.  I had 2.96 down and 0 up for 2 days and I rebooted everything but the speed still didn't increase.

I just wanted to know what would cause the speed to change suddenly at the Rogers end? If it was a cut cable, I wouldn't even be able to get to the Speed Test.  With lower than expected speeds, then something else is going on like a RAID failure perhaps.  Do you have any thoughts on what could have caused it so the next time this situation occurs to someone, they will know what to ask first and check/reboot second.  If I had listened to the recommendation, I would have changed a perfectly functioning modem for no reason. 

Thanks.

 

 


It could be weak signal or lots of noise in the signal. Next time the speeds drop call Rogers and ask them to check the signal levels first, before you reboot anything. 



I'm a Trusted Contributor
Posts: 515

Re: Internet Speed Test has shown significant drop in speed.


@gp-se wrote:

It could be weak signal or lots of noise in the signal. Next time the speeds drop call Rogers and ask them to check the signal levels first, before you reboot anything. 


@gp-se  Is there a standalone way for customers to tell if their internet signal is not available or intermittent without calling Rogers? 

Does the modem status information when opening your web browser and keying in 192.168.0.1  provide such data? This information doesn't seem to tell me if I am getting a signal only if the equipment is ON.

 

RG StatusON
Wifi StatusON
NAT StatusON
DHCP StatusON
Firewall StatusON

 

There isn't much on the Rogers website to help either. And when your internet connection fails, you can't access the troubleshooting data unfortunately.  Hitron CGN2 Wi-Fi Modem  

 

Shaw does have a site that explains what the modem ights indicate.  Sending people here first might save them a lot of time running around rebooting modems and routers when it is just a signal issue.

Shaw Hardware Information - Hitron CGNM-2250 DOCSIS 3.0

 

Modem light indications.png